The projectAboveWay Sandwich - ProjectYou are a Master Black Belt .docx

The projectAboveWay Sandwich - ProjectYou are a Master
Black Belt working with AboveWay Sandwich, Inc. to improve
the franchises' customer satisfaction. The process is
simple.Your assignment is to improve customer satisfaction by
working with variousGreen Belts and Black Belts. To
successfully pass the course, you must complete all of the
deliverables (tabs below) to the satisfaction of your instructor.
Select Bread
Assemble
Wrap and Pay
Excel examplesHow you can use Excel This spreadsheet tab
provides illustrations of adding the DATA ANALYSIS
capability to your Excel software.If you see Data Analysis
already listed under the Tools tab, you are set. If you do not
see Data Analysisfollow the instructions in the Green tab.Excel
2003 instructions
Diane Johnson: Instructor Excel 2003:
Click on the TOOLS tab in the top bar of Excel. If your
computer already has the “Data
Analysis” option listed, you are ready to go. Your Data
Analysis tools have already been added.
Under the Data Analysis Function you will find some of the
more advanced functions that we will be discussing such as
ANOVAs, and t tests.
If you do not see Data Analysis listed under the TOOLS tab, I
encourage you to go to the Help function in Excel for specific
instructions on how to load “the Data Analysis Toolpak” in your
version of Excel.
Here are the easy standard instructions for Excel 2003 if you

need to load the Add-Ins.
1) On the Tools menu, click Add-Ins.
2) In the Add-Ins available box, select the check box next to
Analysis Toolpak, and then click OK.
3) When you load the Analysis Toolpak, the DATA ANALYSIS
command is automatically added to the TOOLS menu.
If your version if slightly different than the above, refer to your
HELP function for details on loading Tookpak.
Remember that the Data Analysis function is NOT necessary for
the course, but it is helpful.
If you would like to print this tip, right click on the cell and
select EDIT COMMENT. Then just highlight and copy the text,
and paste in a document for printing.Excel 2003 or earlier
versions of Excel exampleThis spreadsheet tab provides
illustrations of adding the DATA ANALYSIS capability to your
2007 Excel software.If you see Data Analysis already listed
under the DATA tab, you are set. If you do not see Data
Analysisfollow the instructions in the Green tab.Excel 2007
instructions
The Analysis ToolPak is a Microsoft Office Excel add-in
program that is available when you install Microsoft Office or
Excel. To use it in Excel, however, you need to load it first.
1. Click the Microsoft Office Button , and then click Excel
Options at the bottom.
2. Click Add-Ins, and then in the Manage box, select Excel

Add-ins.
3. Click Go.
4. In the Add-Ins available box, select the Analysis ToolPak
check box, and then click OK.
If you get prompted that the Analysis ToolPak is not currently
installed on your computer, click Yes to install it.
5. After you load the Analysis ToolPak, the Data Analysis
command is available in the ANALYSIS group on the DATA
tab.
Remember that the Data Analysis function is not required for
the course.
and paste in a document for printing.
version of Excel.

and paste in a document for printing.Excel 2007 example
COPQObjective:Your first action as the new Master Black Belt
is to collect data on the quality costs associated with the current
system.Accounting provides you with the following results for
the past year.Instructions for you:You think it would be useful
to get an idea of the Cost of Poor Quality for the
organization.Your mission is to put the costs into the
appropriate buckets. Buckets meaning, the cost of doing
business, internal failures, external failures, appraisal, and
prevention costs. Once your analysis matches your instructor's
analysis, you can determine 'what's next.'Data:Raw Materials
(ingredients for sandwiches)$53,200.00Scrapped Meat and
Vegetables (damaged during food
preparation)$2,416.00Incoming Inspection (of
ingredients)$3,700.00Six Sigma Projects$420.00Obsolete /
expired food$864.00Training for counter

help$2,097.00Corporate audits to verify store compliance with
policies$3,789.00Procedures for counter
help$1,574.00Electricity$1,196.00Fines from Health
Inspectors$2,000.00Rent$24,020.00Scrapped Burned
bread$485.00Cost to pre-package meats in individual serving
portions$297.00Free meals given to customers with
complaints$1,457.00Supervisor sign-off/approval for credit card
sales$348.00Business Bureau membership$500.00Training for
incoming inspection$368.00Loss of business due to customer
dissatisfaction$6,603.00TOTAL$105,334.00AboveWay
Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Cost of poor qualityStudent last
name:Your last name hereThe categories are: Cost of doing
business, Internal Failures, External Failures, Appraisal, and
Prevention.For each of the following, please choose the
appropriate COPQ category. Type in your responses. If you
are100% correct when you choose each catagory, your analysis
will match your instructor's analysis of the same data. Raw
Materials (ingredients for sandwiches)Type hereScrapped Meat
and Vegetables (damaged during food prep)Type hereIncoming
Inspection (of ingredients)Type hereSix Sigma ProjectsType
hereObsolete / expired foodType hereTraining for counter
helpType hereCorporate audits to verify store compliance with
policiesType hereProcedures for counter helpType
hereElectricityType hereFines from Health InspectorsType
hereRentType hereScrapped Burned breadType hereCost to pre-
package meats in individual serving portionsType hereFree
meals given to customers with complaintsType hereSupervisor
sign-off/approval for credit card salesType hereBusiness Bureau
membershipType hereTraining for incoming inspectionType
hereLoss of business due to customer dissatisfactionType
hereSelf check
daniel-munson: Instructor:
For Cost of Doing Business, your instructor calculated ~$80k

For Prevention, your instructor calculated ~$4k
For Appraisal, your instructor calculated ~$8k
For Internal Failure, your instructor calculated ~$4k
For External failures, your instructor calculated ~$10kWhat is
the total cost of doing business?Type here
: Your answer should be between $78,000 and $81,000.What is
the total internal failures cost?Type here
the total external failures cost?Type here
the total appraisal cost?Type here
the total prevention cost?Type here
the total cost of quality?Type here
: Your answer should be between $25,000 and $29,000.Based
on these findings and COQ philosophy, what would you
recommend to your Black Belt as the best strategy for
addressing any problem areas shown and why?Type your
recommendation here. (Use at most 50 words.)
FMEAObjective:To provide a Black Belt with sound advice on
how to address problems identified by an FMEA.Instructions for
you:You are given this filled out FMEA for baking bread by a
Black Belt who has been working with your store. Your
assignment is to use the results of this FMEA to advise your
Black Belt on which failure mode to focus on first and why,

based on FMEA philosophy. Data:POTENTIAL FAILURE
MODESPOTENTIAL EFFECTS OF FAILURESEVERITY OF
EFFECTPOTENTIAL CAUSES OF FAILUREPROBABILITY
OF OCCURRENCECURRENT PROCESS
CONTROLSPROBABILITY OF DETECTION / EASE OF
CORRECTIONRPNWrong oven temperature set.Bread
overcooked and must be scrapped.4Didn’t know that different
types of bread required different baking temperatures – lack of
training.Instructions on package.6248Didn’t read label on dough
package.6144Label on dough package is wrong.124Temperature
dial on oven is defective.372Bread not put into ovens on
time.Bread is not done when customers arrive.6Didn’t know
how long the bread needs to bake – lack of training.Checklist
for store opening procedures.10160Got busy and
forgot.6360Person normally responsible is out of work that
day.2120Bread is forgotten in an oven left on
overnight.Fire10Put bread in oven without setting the
timer.Checklist for store closing procedures.6160Got busy and
forgot to shut oven off after the timer went off.6360Person
normally responsible is out of work that day.2120AboveWay
ImprovementDeliverable:Failure Modes and Effects Analysis
(FMEA)Student last name:Your last name hereBased on FMEA
philosophy, which failure mode (be specific) should your Black
Belt focus on first and why? Type your recommendation here.
(Use at most 25 words.)
Value Stream MapWe're getting there…The team has made
some major strides as can be seen below, but improvement was
still needed, so the team created a Value Stream Map. You do
not need to do anything with this spaghetti diagrams below -
they are there simply for your entertainment! But, you have to
admit, the one on the right is a whole lot more streamlined!
(Smile!)Original spaghetti diagramSpaghetti diagram after
realignmentObjective:The team decided to create a Value
Stream Map to better understand the material and information
flow of the process. The team observed the process for one hour

and documented their findings on the VSM shown below. The
wait time between process steps varied with the number of
customers in line, which ranged from 1 to 5 throughout the one-
hour observation period. The team wants to better understand
the elements of their process and identify any opportunities to
reduce the lead time. To help create the future state map, the
team will also need to calculate the takt time.Instructions for
you:We want to make sure you can analyze a value stream map
(VSM). Please refer to the VSM provided below and answer the
following questions.1. What is the total lead time (min and max
values)?Help!
: Instructor:
The minimum lead time (process time + wait time) represents
the wait time experienced if there was one customer (minimum
inventory between process steps).
The maximum lead time would be the time it would take if there
were many customers or a large order (maximum inventory
between process steps).
2. What is the total processing time?Help!
: Instructor:
The sum of all of the cycle times for all PROCESS steps.3.
What is the Process Cycle Efficiency (PCE)?Help!
: Instructor:
PCE = Value Add Time / Total Lead Time4. What is the takt
time (sec) based on the information provided?Help!
: Instructor:
Takt Time = Available Time / Customer
DemandData:AboveWay Sandwich, Inc. Customer Satisfaction

ImprovementDeliverable:Value Stream MapStudent last
name:Your last name here1a) What is the total lead time (min
value)?Type hereCheck
You should get a value between 100 and 200 seconds.
1b) What is the total lead time (max value)?Type hereCheck
2) What is the total processing time?Type hereCheck
: Instructor:
: Instructor:
The sum of all of the cycle times for all PROCESS steps.
: Instructor:
PCE = Value Add Time / Total Lead Time3) What is the
Process Cycle Efficiency (PCE) for the maximum lead
time?Type hereCheck

You should get a value between 0 and 25%.
: Instructor:
Takt Time = Available Time / Customer Demand4) What is the
takt time (T/T)?Type hereCheck
5) Which process step should your Black Belt focus on first to
improve the process and why? HINT: There are 2 very good
reasons for the correct first step based on VSM philosophy and
the calculations made in this study - use them both in your
answer!Type your recommendation here. (Use at most 50
words.)
Control ChartObjective:Your Black Belts developed the
following data and created this control chart for sandwich
preparation times. They say that the process is stable and shows
that the average prep time is 1.7512 minutes and that individual
prep times will not exceed 1.9205 minutes. They also say that
it's very good because it shows very little variation.Instructions
for you:Part IDo you agree with their interpretation? (see chart
below) HINT: Use the 11 Shewhart Rules for Stability as the
basis for your decision.Data:Current Sandwich PrepTimes (in
minutes)1.64341.86231.76111.70491.78881.74691.82231.77931
.71221.75621.67981.70131.77501.74001.81221.77781.72331.74
101.71431.7807Part IIYou and your team work to eliminate all
known assignable causes from this process. You think you have
accomplished this and collect the following data on the new
process. Calculate the control chart center line and control limit
values for an I-MR chart and use the 11 Shewhart Rules for
Stability to determine if this process is now stable.Revised
Process Prep Times (in
minutes)1.5361.5891.4821.5611.5471.5021.5061.5001.5501.542

1.4321.5731.5921.5571.5021.5341.4821.4921.6001.518AboveW
ay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Control ChartStudent last name:Your
last name hereDo you agree with their interpretation that the
original process is stable?Type "YES" or "NO" hereIf "NO",
please identify BY NAME which of the 11 Shewhart Tests for
Stability EACH chart fails.I CHART:Type hereMR
CHART:Type hereRevised Process Prep DataINDIVIDUALS
CHART:What did you get for a center line? Type here (use 4
decimal places)What did you get for an upper control limit?
Type here (use 4 decimal places)What did you get for a lower
control limit? Type here (use 4 decimal places)Revised Process
Prep DataMOVING RANGE CHART:What did you get for a
center line? Type here (use 4 decimal places)What did you get
for an upper control limit? Type here (use 4 decimal
places)What did you get for a lower control limit? Type here
(use 4 decimal places)Is the revised process stable?Type "YES"
or "NO" hereIf "NO", please identify BY NAME which of the
11 Shewhart Tests for Stability EACH chart fails.I
CHART:Type hereMR CHART:Type here
RegressionObjective:A team member has been saying since day
one that there is a relationship between wait time and
customersatisfaction ratings (1 being the worst and 10 being the
best). Should the team have listened? Perform correlation and
regression analysis to see if she is correct. Instructions for
you:PART 1 - Do you suspect the variables may be related?
Determine the correlation coefficient as well as perform a
regression analysis on the data provided to answer the questions
below.PARTS 2 & 3 - The team suspects that the time of day
may have an effect on the results, so the team decides toperform
another analysis by analyzing the same results sorting by the
time of day (lunch or dinner). Perform the same analysis as
PART 1, however be sure to use only the data for the respective
time ofday. Perform one analysis with the 30 data points for
Lunch and another analysis for the 30 data pointsfor Dinner and
answer the questions below. Data:Time of DayWait Time

(minutes)Customer Satisfaction (1-10)Lunch9.55487Scatter
diagrams in Excel 2003
Diane Johnson: Instructor:
1) Click on Chart icon on top task bar, OR Click on the INSERT
menu option at the top menu bar.
2) Click on SCATTER from the Standard Types tab
3) Click Next
4) Highlight both columns of data and finish according to the
directions.
and paste in a document for
printing.Lunch21.49503Lunch26.39151Scatter diagrams in
Excel 2007
1) Highlight both rows of data
2) Click INSERT tab at the top
3) Go to CHART category
4) Click on SCATTER and your scatter diagram appears
printing.Lunch11.70576Lunch15.51915Correlation Coefficient -
Excel 2003

1) Click on the fx in the top bar and CORREL, or click on
INSERT, function, CORREL.
2) Highlight each column of data as an ARRAY
3) Click Okay.
4) Excel will calculate the correlation coefficient.
The correlation coefficient ranges between zero and one. Zero is
no correlation and '1' is a perfect correlation.
__________________________________________
-1.0 to -0.7 strong negative association.
-0.7 to -0.3 weak negative association.
-0.3 to +0.3 little or no association.
+0.3 to +0.7 weak positive association.
+0.7 to +1.0 strong positive association.
Excel 2007

FOMULAS, INSERT function, CORREL.
3) Click Okay.
__________________________________________
printing.Lunch8.55757Lunch8.95408Regression Analysis -
Excel 2003
1) To access the regression data analysis function in Excel,
select the Data tab from the Tools menu above, and then choose
Data Analysis.
2) Then click on Regression from the dialog box and then click
OK.

3) The first box is the Input Y range. Here, we tell Excel about
our dependent variable. You can highlight the dependent
variable column of data, including the column label.
4) Because we have included the column Label (row 21), which
includes the variable name, we are going to have to tell Excel
this, by clicking on the "Labels" checkbox.
If you choose not to include the Label row (which may be the
case for the Part 2 - Dinner analysis), you do not need to select
the "Labels" option!
5) The second box is the Input X range, where we input the
independent variables. You can highlight the independent
6) Then click OK
7) The first part of the output is the regression statistics
followed by the ANOVA table.
Excel 2007
Data Analysis.
OK.

6) Then click OK
3) Click Next

directions.
3) Click Okay.
__________________________________________

3) Click Okay.
__________________________________________

Data Analysis.
OK.
6) Then click OK

printing.Lunch20.55274Lunch8.29858Lunch23.35923Lunch14.4
1986Lunch18.06433Lunch11.94456Lunch11.49307Lunch14.102
Lunch13.59486Lunch7.13095Lunch5.49518Lunch25.49962Lunc
h9.61277Lunch12.87675Lunch26.23303Dinner18.84155Dinner1
6.93623Dinner5.14285Dinner21.63233Dinner2.00004Dinner16.
43635Dinner22.74966Dinner19.44741Dinner19.40784Dinner12.
13242Dinner29.95186Dinner8.39683Dinner26.14075Dinner5.34
YOU DO NOT NEED TO SUBMIT THE SCATTER
DIAGRAMAboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Scatter Diagram & Regression
AnalysisStudent last name:Your last name herePART 1: Using
Lunch & Dinner DataWhat is the correlation coefficient?Type
here (use 3 decimal places)What is the regression
equation?Type here (use 3 decimal places)What percentage of
variation is explained by the model? HINT: There are 2 related
values that can be used to answer this question. Show them
BOTH and explain which value you would recommend using
and why.Type your answer here. (Use at most 25 words.)Based
on an ANOVA of the regression equation, is the regression
equation statistically significant at 5% alpha risk?Type "YES"
or "NO" hereWhy do you you say that it is either statistically
significant or not? HINT: Use the results of your ANOVA as the
basis for your answer.Type your answer here. (Use at most 25
words.)What is the null hypothesis for ANOVA for a regression
equation?Type your answer here. (Use at most 15 words.)PART
2: Using Only Lunch DataWhat is the correlation coefficient for
Lunch?Type here (use 3 decimal places)What is the regression

equation for Lunch?Type here (use 3 decimal places)What
percentage of variation is explained by the Lunch model?
HINT: There are 2 related values that can be used to answer this
question. Show them BOTH and explain which value you would
recommend using and why.Type your answer here. (Use at most
25 words.)Based on an ANOVA of the regression equation, is
the regression equation statistically significant at 5% alpha
risk?Type "YES" or "NO" hereWhy do you you say that it is
either statistically significant or not? HINT: Use the results of
your ANOVA as the basis for your answer.Type your answer
here. (Use at most 25 words.)Given the results of this study,
what should your Black Belt do next to improve customer
satisfaction at lunch?Type your answer here. (Use at most 25
words.)PART 3: Using Only Dinner DataWhat is the correlation
coefficient for Dinner?Type here (use 3 decimal places)What is
the regression equation for Dinner?Type here (use 3 decimal
places)What percentage of variation is explained by the Dinner
model? HINT: There are 2 related values that can be used to
answer this question. Show them BOTH and explain which
value you would recommend using and why.Type your answer
here. (Use at most 25 words.)Based on an ANOVA of the
regression equation, is the regression equation statistically
significant at 5% alpha risk?Type "YES" or "NO" hereWhy do
you you say that it is either statistically significant or not?
HINT: Use the results of your ANOVA as the basis for your
answer.Type your answer here. (Use at most 25 words.)Given
the results of this study, what should your Black Belt do next to
improve customer satisfaction at dinner?Type your answer here.
Process CapabilityObjective:Determine process
capabilityInstructions for you:The company's goal is that every
sandwich can be completed in less than 1.5 minutes. Based on
the datafrom the revised process control chart study, evaluate
our shop's ability to meet this goal using the followingEvaluate
our shop's ability to meet this goal using the following
cabability measures.CpCpkPpPpkz scoreSigma Level% of

sandwiches made within the 1.5 minute goalPPM beyond the 1.5
minute goalData: See the revised data from the control chart
tab.AboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Process CapabilityStudent last
name:Your last name hereWhat did you get for Cp?Type
hereSelf check
Hint: If you got a value, I would like to see it.
What did you get for Cpk?Type here (use 2 decimal places)Self
check
You should get a value between -2 and +2
What, specifically, does this particular Cpk tell you about the
process that other Cpk's may not?Type here (use at most 25
words)What did you get for Pp?Type hereSelf check
What did you get for Ppk?Type here (use 2 decimal places)Self
check
What did you get for Z-score?Type here (use 2 decimal
places)Self check
You should get a value between -2 to +2
What does this Z-score mean? HINT: Use the z score you

calculated in a sentence that explains what it tells you about
this process.Type here (use at most 25 words)Using the z score
calculated above and a z table, estimate the % of sandwiches
that will be made within the 1.5 minute goal.Type here (use 2
decimal places)Self check
You should get a value <30%
PPM (aka DPMO) beyond the 1.5 minute goalType hereSelf
check
You should have gotten a really big number. Also, this number
should be "consistent" with the % within goal found above.
QuestionsObjective:An enthusiastic Black Belt comes to you
and states that next Friday morning at 10:15 AM the Project
Champion is going to collect 20 temperature measurements
inside one of the new Suntouch conveyor ovens at Store 243 to

see if these ovens perform the same as the older model currently
in use at other stores. She says, "We will be running Minitab to
crunch the numbers." You say to her, "Before you do this, I
have some questions to ask you about your strategy for this
study." She tells you that she only has a few minutes before a
meeting with the Champion to discuss the data collection, so
you need to make your questions count!Instructions for you:(1)
List 10 questions that you think are the most important
questions to ask to ensure that your Black Belt has a good
stragegy in place for this study and has addressed all important
issues. Provide a brief (less than 15 word) rationale for each
question. NOTE: Follow-up questions for clarification do NOT
count as separate questions. (2) Identify 5 tools that could be
used to help answer the question posed by your Black Belt in
this study. Justify your choice of each tool in 15 words or
less.AboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:QuestionsStudent last name:Your last
name hereAn enthusiastic Black Belt comes to you and states
that next Friday morning at 10:15 AM the Project Champion is
going to collect 20 temperature measurements inside one of the
new Suntouch conveyor ovens at Store 243 to see if these ovens
perform the same as the older model currently in use at other
stores. She says, "We will be running Minitab to crunch the
numbers." You say to her, "Before you do this, I have some
questions to ask you about your strategy for this study." She
tells you that she only has a few minutes before a meeting with
the Champion to discuss the data collection, so you need to
make your questions count!Question 1Type the question
here.Eplain your rationale for this question in 15 words or
less.Question 2Type the question here.Eplain your rationale for
this question in 15 words or less.Question 3Type the question

less.Question 10Type the question here.Eplain your rationale
for this question in 15 words or less.List five tools your Black
Belt might use to answer her question in this studyType here
and why?Type here (use at most 15 words)and give a brief (10
wordsType here and why?Type here (use at most 15
words)or less) explanation of why each tool would be useful in
this particular study. HINT: Each tool listed must be
appropriate for THIS particular study. Do NOT go beyond the
scope of the question being investigated by your Black
Belt!Type here and why?Type here (use at most 15
words)Type here and why?Type here (use at most 15
words)Type here and why?Type here (use at most 15 words)
: :
191715131197531
1.9
1.8
1.7
1.6
Observation
I
n
d
i
v
i
d
u
a
l

V
a
l
u
e
_
X=1.7512
UCL=1.9205
LCL=1.5818
191715131197531
0.20
0.15
0.10
0.05
0.00
Observation
M
o
v
i
n
g
R
a
n
g
e
__
MR=0.0637
UCL=0.2080
LCL=0
1
I-MR Chart of Current Sandwich Prep Times

The projectAboveWay Sandwich - ProjectYou are a Master
Black Belt working with AboveWay Sandwich, Inc. to improve
the franchises' customer satisfaction. The process is
simple.Your assignment is to improve customer satisfaction by
working with variousGreen Belts and Black Belts. To
successfully pass the course, you must complete all of the
deliverables (tabs below) to the satisfaction of your instructor.
Select Bread
Assemble
Wrap and Pay
Excel examplesHow you can use Excel This spreadsheet tab
provides illustrations of adding the DATA ANALYSIS
capability to your Excel software.If you see Data Analysis
already listed under the Tools tab, you are set. If you do not
see Data Analysisfollow the instructions in the Green tab.Excel
2003 instructions
version of Excel.

and paste in a document for printing.Excel 2003 or earlier
versions of Excel exampleThis spreadsheet tab provides
illustrations of adding the DATA ANALYSIS capability to your
2007 Excel software.If you see Data Analysis already listed
under the DATA tab, you are set. If you do not see Data
Analysisfollow the instructions in the Green tab.Excel 2007
instructions
The Analysis ToolPak is a Microsoft Office Excel add-in
program that is available when you install Microsoft Office or
Excel. To use it in Excel, however, you need to load it first.
1. Click the Microsoft Office Button , and then click Excel
Options at the bottom.
2. Click Add-Ins, and then in the Manage box, select Excel
Add-ins.

3. Click Go.
4. In the Add-Ins available box, select the Analysis ToolPak
check box, and then click OK.
If you get prompted that the Analysis ToolPak is not currently
installed on your computer, click Yes to install it.
5. After you load the Analysis ToolPak, the Data Analysis
command is available in the ANALYSIS group on the DATA
tab.
Remember that the Data Analysis function is not required for
the course.
and paste in a document for printing.Excel 2007 example
COPQObjective:Your first action as the new Master Black Belt
is to collect data on the quality costs associated with the current
system.Accounting provides you with the following results for
the past year.Instructions for you:You think it would be useful
to get an idea of the Cost of Poor Quality for the
organization.Your mission is to put the costs into the
appropriate buckets. Buckets meaning, the cost of doing
business, internal failures, external failures, appraisal, and
prevention costs. Once your analysis matches your instructor's
analysis, you can determine 'what's next.'Data:Raw Materials
(ingredients for sandwiches)$53,200.00Scrapped Meat and
Vegetables (damaged during food
preparation)$2,416.00Incoming Inspection (of
ingredients)$3,700.00Six Sigma Projects$420.00Obsolete /
expired food$864.00Training for counter
help$2,097.00Corporate audits to verify store compliance with
policies$3,789.00Procedures for counter
help$1,574.00Electricity$1,196.00Fines from Health

Inspectors$2,000.00Rent$24,020.00Scrapped Burned
bread$485.00Cost to pre-package meats in individual serving
portions$297.00Free meals given to customers with
complaints$1,457.00Supervisor sign-off/approval for credit card
sales$348.00Business Bureau membership$500.00Training for
incoming inspection$368.00Loss of business due to customer
dissatisfaction$6,603.00TOTAL$105,334.00AboveWay
ImprovementDeliverable:Cost of poor qualityStudent last
name:Your last name hereThe categories are: Cost of doing
business, Internal Failures, External Failures, Appraisal, and
Prevention.For each of the following, please choose the
appropriate COPQ category. Type in your responses. If you
are100% correct when you choose each catagory, your analysis
will match your instructor's analysis of the same data. Raw
Materials (ingredients for sandwiches)Type hereScrapped Meat
and Vegetables (damaged during food prep)Type hereIncoming
Inspection (of ingredients)Type hereSix Sigma ProjectsType
hereObsolete / expired foodType hereTraining for counter
helpType hereCorporate audits to verify store compliance with
policiesType hereProcedures for counter helpType
hereElectricityType hereFines from Health InspectorsType
hereRentType hereScrapped Burned breadType hereCost to pre-
package meats in individual serving portionsType hereFree
meals given to customers with complaintsType hereSupervisor
sign-off/approval for credit card salesType hereBusiness Bureau
membershipType hereTraining for incoming inspectionType
hereLoss of business due to customer dissatisfactionType
hereSelf check
For Cost of Doing Business, your instructor calculated ~$80k
For Prevention, your instructor calculated ~$4k

For Appraisal, your instructor calculated ~$8k
For Internal Failure, your instructor calculated ~$4k
For External failures, your instructor calculated ~$10kWhat is
the total cost of doing business?Type here
the total internal failures cost?Type here
the total external failures cost?Type here
the total appraisal cost?Type here
the total prevention cost?Type here
the total cost of quality?Type here
: Your answer should be between $25,000 and $29,000.Based
on these findings and COQ philosophy, what would you
recommend to your Black Belt as the best strategy for
addressing any problem areas shown and why?Type your
recommendation here. (Use at most 50 words.)
FMEAObjective:To provide a Black Belt with sound advice on
how to address problems identified by an FMEA.Instructions for
you:You are given this filled out FMEA for baking bread by a
Black Belt who has been working with your store. Your
assignment is to use the results of this FMEA to advise your
Black Belt on which failure mode to focus on first and why,
based on FMEA philosophy. Data:POTENTIAL FAILURE
MODESPOTENTIAL EFFECTS OF FAILURESEVERITY OF
EFFECTPOTENTIAL CAUSES OF FAILUREPROBABILITY

OF OCCURRENCECURRENT PROCESS
CONTROLSPROBABILITY OF DETECTION / EASE OF
CORRECTIONRPNWrong oven temperature set.Bread
overcooked and must be scrapped.4Didn’t know that different
types of bread required different baking temperatures – lack of
training.Instructions on package.6248Didn’t read label on dough
package.6144Label on dough package is wrong.124Temperature
dial on oven is defective.372Bread not put into ovens on
time.Bread is not done when customers arrive.6Didn’t know
how long the bread needs to bake – lack of training.Checklist
for store opening procedures.10160Got busy and
forgot.6360Person normally responsible is out of work that
day.2120Bread is forgotten in an oven left on
overnight.Fire10Put bread in oven without setting the
timer.Checklist for store closing procedures.6160Got busy and
forgot to shut oven off after the timer went off.6360Person
normally responsible is out of work that day.2120AboveWay
ImprovementDeliverable:Failure Modes and Effects Analysis
(FMEA)Student last name:Your last name hereBased on FMEA
philosophy, which failure mode (be specific) should your Black
Belt focus on first and why? Type your recommendation here.
Value Stream MapWe're getting there…The team has made
some major strides as can be seen below, but improvement was
still needed, so the team created a Value Stream Map. You do
not need to do anything with this spaghetti diagrams below -
they are there simply for your entertainment! But, you have to
admit, the one on the right is a whole lot more streamlined!
(Smile!)Original spaghetti diagramSpaghetti diagram after
realignmentObjective:The team decided to create a Value
Stream Map to better understand the material and information
flow of the process. The team observed the process for one hour
and documented their findings on the VSM shown below. The
wait time between process steps varied with the number of
customers in line, which ranged from 1 to 5 throughout the one-

hour observation period. The team wants to better understand
the elements of their process and identify any opportunities to
reduce the lead time. To help create the future state map, the
team will also need to calculate the takt time.Instructions for
you:We want to make sure you can analyze a value stream map
(VSM). Please refer to the VSM provided below and answer the
following questions.1. What is the total lead time (min and max
values)?Help!
: Instructor:
2. What is the total processing time?Help!
: Instructor:
The sum of all of the cycle times for all PROCESS steps.3.
What is the Process Cycle Efficiency (PCE)?Help!
: Instructor:
PCE = Value Add Time / Total Lead Time4. What is the takt
time (sec) based on the information provided?Help!
: Instructor:
Takt Time = Available Time / Customer
DemandData:AboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Value Stream MapStudent last
name:Your last name here1a) What is the total lead time (min
value)?Type hereCheck

1b) What is the total lead time (max value)?Type hereCheck
2) What is the total processing time?Type hereCheck
You should get a value between 0 and 100 seconds.3) What is
the Process Cycle Efficiency (PCE) for the maximum lead
time?Type hereCheck
You should get a value between 0 and 25%.
4) What is the takt time (T/T)?Type hereCheck
5) Which process step should your Black Belt focus on first to
improve the process and why? HINT: There are 2 very good
reasons for the correct first step based on VSM philosophy and
the calculations made in this study - use them both in your
answer!Type your recommendation here. (Use at most 50
words.)
Control ChartObjective:Your Black Belts developed the
following data and created this control chart for sandwich
preparation times. They say that the process is stable and shows
that the average prep time is 1.7512 minutes and that individual
prep times will not exceed 1.9205 minutes. They also say that
it's very good because it shows very little variation.Instructions
for you:Part IDo you agree with their interpretation? (see chart
below) HINT: Use the 11 Shewhart Rules for Stability as the
basis for your decision.Data:Current Sandwich PrepTimes (in

minutes)1.64341.86231.76111.70491.78881.74691.82231.77931
.71221.75621.67981.70131.77501.74001.81221.77781.72331.74
101.71431.7807Part IIYou and your team work to eliminate all
known assignable causes from this process. You think you have
accomplished this and collect the following data on the new
process. Calculate the control chart center line and control limit
values for an I-MR chart and use the 11 Shewhart Rules for
Stability to determine if this process is now stable.Revised
Process Prep Times (in
minutes)1.5361.5891.4821.5611.5471.5021.5061.5001.5501.542
1.4321.5731.5921.5571.5021.5341.4821.4921.6001.518AboveW
ay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Control ChartStudent last name:Your
last name hereDo you agree with their interpretation that the
original process is stable?Type "YES" or "NO" hereIf "NO",
please identify BY NAME which of the 11 Shewhart Tests for
Stability EACH chart fails.I CHART:Type hereMR
CHART:Type hereRevised Process Prep DataINDIVIDUALS
CHART:What did you get for a center line? Type here (use 4
decimal places)What did you get for an upper control limit?
Type here (use 4 decimal places)What did you get for a lower
control limit? Type here (use 4 decimal places)Revised Process
Prep DataMOVING RANGE CHART:What did you get for a
center line? Type here (use 4 decimal places)What did you get
for an upper control limit? Type here (use 4 decimal
places)What did you get for a lower control limit? Type here
(use 4 decimal places)Is the revised process stable?Type "YES"
or "NO" hereIf "NO", please identify BY NAME which of the
11 Shewhart Tests for Stability EACH chart fails.I
CHART:Type hereMR CHART:Type here
RegressionObjective:A team member has been saying since day
one that there is a relationship between wait time and
customersatisfaction ratings (1 being the worst and 10 being the
best). Should the team have listened? Perform correlation and
regression analysis to see if she is correct. Instructions for
you:PART 1 - Do you suspect the variables may be related?

Determine the correlation coefficient as well as perform a
regression analysis on the data provided to answer the questions
below.PARTS 2 & 3 - The team suspects that the time of day
may have an effect on the results, so the team decides toperform
another analysis by analyzing the same results sorting by the
time of day (lunch or dinner). Perform the same analysis as
PART 1, however be sure to use only the data for the respective
time ofday. Perform one analysis with the 30 data points for
Lunch and another analysis for the 30 data pointsfor Dinner and
answer the questions below. Data:Time of DayWait Time
(minutes)Customer Satisfaction (1-10)Lunch9.55487Scatter
diagrams in Excel 2003
3) Click Next
directions.
printing.Lunch21.49503Lunch26.39151Scatter diagrams in
Excel 2007

Excel 2003
3) Click Okay.
__________________________________________

Excel 2007
3) Click Okay.
__________________________________________

Excel 2003
Data Analysis.
OK.
6) Then click OK

Excel 2007
Data Analysis.
OK.
6) Then click OK
printing.Lunch20.55274Lunch8.29858Lunch23.35923Lunch14.4

Lunch13.59486Lunch7.13095Lunch5.49518Lunch25.49962Lunc
h9.61277Lunch12.87675Lunch26.23303Dinner18.84155Dinner1
6.93623Dinner5.14285Dinner21.63233Dinner2.00004Dinner16.
YOU DO NOT NEED TO SUBMIT THE SCATTER
DIAGRAMAboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Scatter Diagram & Regression
AnalysisStudent last name:Your last name herePART 1: Using
Lunch & Dinner DataWhat is the correlation coefficient?Type
here (use 3 decimal places)What is the regression
equation?Type here (use 3 decimal places)What percentage of
variation is explained by the model? HINT: There are 2 related
values that can be used to answer this question. Show them
BOTH and explain which value you would recommend using
and why.Type your answer here. (Use at most 25 words.)Based
on an ANOVA of the regression equation, is the regression
equation statistically significant at 5% alpha risk?Type "YES"
or "NO" hereWhy do you you say that it is either statistically
significant or not? HINT: Use the results of your ANOVA as the
basis for your answer.Type your answer here. (Use at most 25
words.)What is the null hypothesis for ANOVA for a regression
equation?Type your answer here. (Use at most 15 words.)PART
2: Using Only Lunch DataWhat is the correlation coefficient for
Lunch?Type here (use 3 decimal places)What is the regression
equation for Lunch?Type here (use 3 decimal places)What
percentage of variation is explained by the Lunch model?
HINT: There are 2 related values that can be used to answer this
question. Show them BOTH and explain which value you would
recommend using and why.Type your answer here. (Use at most

25 words.)Based on an ANOVA of the regression equation, is
the regression equation statistically significant at 5% alpha
risk?Type "YES" or "NO" hereWhy do you you say that it is
either statistically significant or not? HINT: Use the results of
your ANOVA as the basis for your answer.Type your answer
here. (Use at most 25 words.)Given the results of this study,
what should your Black Belt do next to improve customer
satisfaction at lunch?Type your answer here. (Use at most 25
words.)PART 3: Using Only Dinner DataWhat is the correlation
coefficient for Dinner?Type here (use 3 decimal places)What is
the regression equation for Dinner?Type here (use 3 decimal
places)What percentage of variation is explained by the Dinner
model? HINT: There are 2 related values that can be used to
answer this question. Show them BOTH and explain which
value you would recommend using and why.Type your answer
here. (Use at most 25 words.)Based on an ANOVA of the
regression equation, is the regression equation statistically
significant at 5% alpha risk?Type "YES" or "NO" hereWhy do
you you say that it is either statistically significant or not?
HINT: Use the results of your ANOVA as the basis for your
answer.Type your answer here. (Use at most 25 words.)Given
the results of this study, what should your Black Belt do next to
improve customer satisfaction at dinner?Type your answer here.
Process CapabilityObjective:Determine process
capabilityInstructions for you:The company's goal is that every
sandwich can be completed in less than 1.5 minutes. Based on
the datafrom the revised process control chart study, evaluate
our shop's ability to meet this goal using the followingEvaluate
our shop's ability to meet this goal using the following
cabability measures.CpCpkPpPpkz scoreSigma Level% of
sandwiches made within the 1.5 minute goalPPM beyond the 1.5
minute goalData: See the revised data from the control chart
tab.AboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:Process CapabilityStudent last
name:Your last name hereWhat did you get for Cp?Type

hereSelf check
What did you get for Cpk?Type here (use 2 decimal places)Self
check
What, specifically, does this particular Cpk tell you about the
process that other Cpk's may not?Type here (use at most 25
words)What did you get for Pp?Type hereSelf check
What did you get for Ppk?Type here (use 2 decimal places)Self
check
What did you get for Z-score?Type here (use 2 decimal
places)Self check
What does this Z-score mean? HINT: Use the z score you
calculated in a sentence that explains what it tells you about
this process.Type here (use at most 25 words)Using the z score
calculated above and a z table, estimate the % of sandwiches
that will be made within the 1.5 minute goal.Type here (use 2
decimal places)Self check

You should get a value <30%
PPM (aka DPMO) beyond the 1.5 minute goalType hereSelf
check
You should have gotten a really big number. Also, this number
should be "consistent" with the % within goal found above.
QuestionsObjective:An enthusiastic Black Belt comes to you
and states that next Friday morning at 10:15 AM the Project
Champion is going to collect 20 temperature measurements
inside one of the new Suntouch conveyor ovens at Store 243 to
see if these ovens perform the same as the older model currently
in use at other stores. She says, "We will be running Minitab to
crunch the numbers." You say to her, "Before you do this, I
have some questions to ask you about your strategy for this
study." She tells you that she only has a few minutes before a
meeting with the Champion to discuss the data collection, so
you need to make your questions count!Instructions for you:(1)
List 10 questions that you think are the most important
questions to ask to ensure that your Black Belt has a good
stragegy in place for this study and has addressed all important
issues. Provide a brief (less than 15 word) rationale for each
question. NOTE: Follow-up questions for clarification do NOT
count as separate questions. (2) Identify 5 tools that could be
used to help answer the question posed by your Black Belt in
this study. Justify your choice of each tool in 15 words or
less.AboveWay Sandwich, Inc. Customer Satisfaction
ImprovementDeliverable:QuestionsStudent last name:Your last
name hereAn enthusiastic Black Belt comes to you and states
that next Friday morning at 10:15 AM the Project Champion is
going to collect 20 temperature measurements inside one of the

new Suntouch conveyor ovens at Store 243 to see if these ovens
perform the same as the older model currently in use at other
stores. She says, "We will be running Minitab to crunch the
numbers." You say to her, "Before you do this, I have some
questions to ask you about your strategy for this study." She
tells you that she only has a few minutes before a meeting with
the Champion to discuss the data collection, so you need to
make your questions count!Question 1Type the question
less.Question 10Type the question here.Eplain your rationale
for this question in 15 words or less.List five tools your Black
Belt might use to answer her question in this studyType here
and why?Type here (use at most 15 words)and give a brief (10
wordsType here and why?Type here (use at most 15
words)or less) explanation of why each tool would be useful in
this particular study. HINT: Each tool listed must be
appropriate for THIS particular study. Do NOT go beyond the
scope of the question being investigated by your Black
Belt!Type here and why?Type here (use at most 15
words)Type here and why?Type here (use at most 15
words)Type here and why?Type here (use at most 15 words)
: :

191715131197531
1.9
1.8
1.7
1.6
Observation
I
n
d
i
v
i
d
u
a
l
V
a
l
u
e
_
X=1.7512
UCL=1.9205
LCL=1.5818
191715131197531
0.20
0.15
0.10
0.05
0.00
Observation
M
o
v

i
n
g
R
a
n
g
e
__
MR=0.0637
UCL=0.2080
LCL=0
1
I-MR Chart of Current Sandwich Prep Times

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